Polycom Trio 8800 Skype setup as generic

[Anonymous]

We have purchased some Polycomm Trio 8800 2201-65290-019 Skype phones, we normally purchase the 2201-65290-001. When we set these up as generic to connect to our Avaya solution in the same way we setup the 2201-65290-001, after reboot they lose all the line, authentification and SIP information.

Is there a setting somewhere to retain this or a bug with the phone.

Kind regards

Steve

[SteffenBaierUK]

Hello ,

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP, Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom , BlueJeans and/or Hybrid Registration)
• Provide details if UC / SIP or ObiEdition
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

• If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
• If possible provide the MAC Address or Serial of the device
• Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
• For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.

The quickest way would simply be opening a support ticket.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

End Customers are usually unable to open a ticket directly with Poly support. Available End User Poly services offerings are detailed here

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Anonymous]

The software version was 5.9.0 something but because this did not work we downgraded it to 5.8.15024 same release as working 2201-65290-001.

The phone model as mentioned in post is 8800 2201-65290-019 

Call platform Avaya

SIP

MAC Address 64167F768DC0

[Anonymous]

Attached log file

[SteffenBaierUK]

Hello @Steve Sykes 

I can see it is set to Generic and it should stay like this. Not sure if there is a server storing some wrong config in the play.

64167F768DBE was sold via WESTCON GROUP EUROPEAN OPERATIONS LIMITED back in 02/07/2019 so the unit is in warranty so they can open a ticket for you.

It should work and stay for a reboot as I do this every single day.

Best Regards

Steffen Baier

[Anonymous]

Thank you Steffen,

We have purchased 8 of these and they all have the same issue.

Kind regards

Steve

[Anonymous]

I have a similar issue. However, I'm trying to setup my Trio as the Teams profile and no matter what I do it reverts back to Generic. 

• Provide the exact Software Version of your Phone
  • 7.1.1.0731
• Provide the Phone Model
  • Trio 8800
• Provide the Call Platform:
  
  • Teams
• Provide details if UC / SIP or ObiEdition:
  • UC I think
    
• Additional Poly Infrastructure (RPRM,PDMS or BToE): n/a

[SteffenBaierUK]

Hello @JoeWilker ,

Welcome to the Poly Community.

I would suggest you check this announcement >here<

The linked article and the PDF included tells you everything about the Trio 8800 with Microsoft Teams:

• June 30, 2021: Poly Trio 8500/8800 Teams Certification will expire, with Microsoft providing certification level support* until this date.
  
  
• June through August 2021: Microsoft will provide critical bug support* only, provided the solution can be implemented by
  
  
• August 31, 2021. August 31, 2021: Microsoft will no longer provide support for Trio 8500/8800 running Microsoft Teams. All customer inquiries shall be directed to Poly Customer Support. • Devices will be removed from MarketPlace and Teams certified devices list on docs.microsoft.com.

Even if you would get this working due to a bug in the Microsoft software the device will sign out of Teams after 90 days and you cannot remotely sign this back in. Microsoft will no longer provide updated software for the Trio 8800 and 8500

I would suggest you check with a Poly reseller on any offers for the Poly C60

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier